Ocean Marketing: A Real-Time Customer Relations Nightmare

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    Source: vgtribune.com

  • When it comes to the social web, impeccable customer relations for brands is paramount. It only takes one negative comment, and the next thing you know a company can be the most hated enterprise in the history of the Internet. Case in point: Ocean Marketing. Paul Christoforo, a public relations representative with the marketing firm, is taking quite the real-time cyber beating for speaking rudely and unprofessionally to a customer who inquired about the N-Control Avenger controllers he ordered for Christmas.

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  • “I want my two n-controllers. I 1) PAID FOR THEM 2) WAITED 3) DEALT WITH YOUR UNHELPFUL ASS,” Dave said. “You show a surprising lack of business polish for someone who’s quite established, AND an lack of awareness of your customer base: Hardcore gamers. We’re a demanding, vocal customer but the flip side is we’re loyal and eager to spend. It’s lucky for you that I really want this product because it seems really deliver on making the gaming experience more effective and enjoyable.” He signed his e-mail, “DAVE with a V,” and included “p.p.s. Welcome to the internet, b-tch.”

    Here is some of Christoforo’s response. (Pardon, the grammatical and spelling errors.)

    “Son Im 38 I wwebsite as on the internet when you were a sperm in your daddys b-lls and before it was the internet, thanks for the welcome to message wurd up,” Christoforo said. “Grow up you look like a complete child bro. I Don’t have my controller so im gonna cry to the world … Really ?? Hey take that free time and do something more productive. All you had to do was check the like everyone else , people have inquired but you’re the douchiest of them all J.”

    An entire transcript of the e-mail conversation can be viewed on Penny Arcade. Ultimately, the PAX East game festival gets brought into the picture, which is getting uglier as I blog.

    Since the incident occurred, Ocean Marketing has changed its twitter account handle from @OceanMarketting to @OceanStratagy.

  • Online commentary about the customer relations blunder is rampant.